Application Support Analyst

servicePath is an innovative provider of commercial software for IT Service Providers, specifically managed Services and Cloud Computing providers.

Job Description:

We are seeking a skilled Application Support Analyst to join our technical support team. The Application Support Analyst will be responsible for providing technical support to our customers and resolving their software issues. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work well in a team environment.

About the Job:

· Job Title: Application Support Analyst

· Department: Service Delivery & Support

· Reports to: Application Support Lead

· Shift: Eastern Time Zone

· Position: Full-Time

· Location: Remote

Duties:

· Provide technical support to customers by phone, email, and chat.

· Troubleshoot and resolve software issues reported by customers.

· Escalate complex issues to higher level support as needed.

· Document support tickets and track issue resolution progress

· Collaborate with development and other departments to identify and resolve software issues.

· Participate in the development and improvement of support processes and tools.

· Keep up to date with product updates and new releases.

· Provide exceptional customer service to ensure customer satisfaction.

· Always maintain a positive and professional attitude.

Key Competency and Experience:

Minimum:

· Bachelor’s degree in computer science, Information Technology, or a related field.

· 3+ years of experience in software technical support.

Core Competencies:

· Excellent problem-solving and troubleshooting skills.

· Ability to work well in a team environment.

· Strong communication and customer service skills

· Knowledge of customer support tools and systems

Preferred:

· Knowledge of Jira and confluence

· Knowledge of APIs and JavaScript (Nice to have but not Compulsory)

· Familiarity with software development methodologies such as Agile (SCRUM and KANBAN)

Budget:

12,000 USD (per annum)

Job Type: Full-time

Pay: Php697,861.00 - Php707,861.00 per year

Supplemental Pay:

• Performance bonus

Application Question(s):

• How many years of experience do you have in Jira?
• How many years of experience do you have in Hubspot?
• Do you have knowledge of APIs?
• Are you familiar with concepts of Kanban and Scrum?
• Are you willing to work in Eastern Time Zone?
• What is your Current Salary?
• What is your Expected Salary?

Application Deadline: 12/24/2024